Do you want to fix the bug yourself, instead of writing the "I've filed a ticket with engineering" reply?
Ever wish you could open the logs, the query, and the repo, rather than wait in someone else's queue?
Do you see a support queue as data about the product, not a to-do list?
You believe there are better solutions to everyday problems accountants face and that AI will enable accountants to achieve more with fewer resources
If any of that resonates, this role is for you. As a Customer Support Associate, you'll own the front line of the Numeric experience. Support is where we earn trust on the days that matter most, in the middle of close, when a controller's reconciliation isn't tying and the deadline doesn't move. You'll triage, diagnose, and increasingly resolve issues end to end, including shipping the fix yourself..
This is a role where your accounting foundation is the product, not a credential. When a customer writes in, they're rarely just reporting a software bug. They're mid-flux with a variance they can't explain, staring at a rec that won't tie, or unsure whether the problem is their data, their process, or us. You've sat in their seat, so you can hear the question behind the ticket: you know what a controller means by "the numbers look off," you know what they were trying to accomplish, and you can tell them what's actually wrong with their close, not just what's wrong with their configuration. That's the difference between a reply that closes a ticket and one that earns customer trust for years.
This is an individual contributor role with no direct reports: you manage the queue, the incidents, and the systems that keep both under control, not people.
This is the technical pillar of one of the most AI-forward post-sales teams in SaaS. You'll grow along two curves at once: accounting and product depth, deepening the domain instincts you're bringing in, and engineering depth, so you can prove your diagnosis in the data and then patch it. We do not require a software development background. We require someone who refuses to treat the boundary between "support" and "engineering" as fixed, and who uses AI to move it.
Own the queue and its outcomes. You're accountable for how fast and how well customer issues get resolved, not for how many replies you sent. Every open issue has an owner, a hypothesis, and a next step, and nothing goes quiet on a customer. You'll take a turn on our medic rotation, where you're the first line for the whole queue for the week, and you'll hand it off clean.
Diagnose like a finance engineer, then ship the fix. Reproduce the problem instead of relaying it: build the repro in a sandbox, query the data, read the logs, and trace an ERP integration failure to the token, the permission, or the rate limit. Then, for well-understood bugs, don't wait for a sprint. Using AI coding agents, you'll take issues from ticket to merged pull request in our codebase, with engineering reviewing rather than executing. People on this team who had never written production code are doing this today.
Turn support into product signal. Route issues to Product and Engineering with specifics and evidence, own the recurring themes rather than the one-offs, and push for the fix that retires a category of tickets instead of clearing one. Know whose account you're replying to, where the renewal sits, and when a ticket is really an at-risk account that the AM or CSM needs to hear about today.
Own incidents, not just tickets. When a sync degrades or a job fails across accounts, you run it: the timeline, the comms to affected customers, the coordination with engineering, and the close-out. You'll build the monitoring and early-warning signals that catch the next one before a customer writes in, and convert every incident into a permanent fix, a product change, a monitor, or a process, rather than a writeup nobody reads.
Qualification
Hands-on NetSuite experienceAbility to write and run SQLComfort with gitSystems thinkerExperience building internal tooling
Preferred
Hands-on NetSuite experience, or depth in another major ERP such as Workday Financials, Oracle, SAP
Ability to write and run SQL, or willingness to learn it in your first month
Comfort with git, reading a pull request, or AI coding tools like Claude Code
Systems thinker. You understand how appropriate tool selection can help scale companies and drive efficiency
Experience running incidents or an on-call rotation
Experience with multi-entity or multi-currency accounting
Experience building internal tooling, scripts, or dashboards to solve your own problems
This role is hybrid in New York (hybrid but in-office first, with flexibility to manage your schedule as you see fit).
